Call Center Supervisor - Digitech - Remote

About the role

The Call Center Supervisor at Digitech Computer is responsible for leading, coaching, and supporting a team of Call Center Specialists and Senior Call Center Specialists within a fully remote, high-volume call center environment. This role ensures the delivery of high-quality patient service while meeting productivity, quality, compliance, and turnaround time expectations.

Responsibilities

• Directly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day-to-day guidance, coaching, and performance oversight
• Monitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are met
• Handle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolution
• Serve as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision-making
• Conduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coaching
• Support onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectations
• Track individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround times
• Partner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performance
• Ensure consistent adherence to HIPAA regulations, company policies, client-specific requirements, and compliance standards
• Communicate updates, process changes, and client requirements clearly and consistently to the team
• Identify trends, recurring issues, or process inefficiencies and escalate recommendations for improvement
• Foster a positive, collaborative team culture that supports engagement, accountability, and continuous improvement
• Absorb and manage all aspects of the job role including required goals and business practices in a remote environment

Requirements

• Education: High School Diploma or Equivalent required; Associate’s or Bachelor’s degree preferred
• Minimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments
• 2+ years of experience in a leadership, lead, or supervisory role strongly preferred
• Prior experience managing escalations and coaching team members
• Prior experience handling escalated or complex customer interactions strongly preferred
• Bilingual (English/Spanish) preferred
• Strong understanding of call center operations, performance metrics, and quality standards
• Healthcare billing and insurance knowledge strongly preferred
• Proficiency in Microsoft Office applications (Outlook, Word, Excel) and call center systems
• Ability to analyze performance data and translate insights into coaching and action plans
• Excellent communication and interpersonal skills, with the ability to lead difficult conversations professionally and constructively
• Proven ability to remain calm and decisive in high-pressure, fast-paced environments
• Strong problem-solving and conflict-resolution skills
• Highly organized with the ability to manage multiple priorities and deadlines
• Reliable, punctual, and dependable with strong accountability
• Ability to lead and support a remote team while maintaining engagement and performance standards
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Qualifications

• Strong leadership skills, sound judgment, and the ability to balance team support with operational accountability

Skills

• Leadership skills
• Sound judgment
• Ability to balance team support with operational accountability

Benefits

Sarnova offers a competitive salary, commensurate with experience, along with a comprehensive benefits package, including a 401(k) Plan. Sarnova is an Equal Opportunity Employer. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.